Senior Customer Success Manager

Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. We are seeking a Senior Customer Success Manager to lead adoption, value realization, and long-term partnership across a portfolio of strategic enterprise accounts.

Responsibilities:

• Driving process change and product adoption through change management, executive level relationships, project management, and training enablement
• Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior
• Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value
• Championing and owning customer retention and partnering with Account Managers on upsells
• Advocating for customer needs and educate them on adopting new features as we continue to enhance the product
• Confidently working in an ambiguous environment -- we are a fast moving startup!
• Collaborating internally and externally to solve pain points for your customer
• Providing key contributions to help grow and scale our Customer Success organization